Usaid Ur Rehman

Roles & Responsibilities

• Project Management : Manage end-to-end project cycles, ensuring deliverables are on time and meet quality standards.
• System Monitoring and Incident Management : Utilize Dynatrace and Grafana to monitor system performance, and resolve incidents promptly.
• Problem Management: Drive root cause analysis (RCA) for major incidents, and ensure the implementation of corrective actions to prevent recurrence.
• Documentation and Reporting : Maintain detailed project documentation and performance reports for stakeholders.
• Lead end-to-end service delivery operations for multiple enterprise clients, ensuring 99.9% uptime, and adherence to SLA/OLA metrics
• Collaborate with product, development, and infra teams for seamless deployment planning, release execution, and incident response.
• Spearhead weekly governance meetings with stakeholders to review performance, identify gaps, and propose service improvements.

• Managed product support for multiple business-critical applications, enabling 24x7 support coverage and achieving CSAT > 90%.
• Manage Power Curve Collection (PCC) application development and maintenance.

Key Achievements:

• Reduced incident backlog by 40% through improved ticket triaging and automation.
• Improved deployment success rate by 25% through structured release governance.

• Managed the IT Operations team for 24/7 shifts, handling operations, server monitoring, incident management, and user case actions.
• Handle DR readiness Project and as well as DC migration project.
• Supervise DR drills of owned applications.
• Used Informatica Power Center Workflow manager to create sessions, workflows and batches to run with the logic embedded in the mappings.
• Incidents and service requests dashboard maintenance.
• Coordination of major incidents (P1/P2) through to resolution.
• Coordinating between ministry contacts and support teams
• Business Communication, release management.
• Manage service Requests and Change management processes.
• Provide leadership by organizing department workflow, providing information, maintaining communication and by fostering teamwork

Responsibilities:

• Provided L2/L3 support for internal IT systems and client-facing applications.
• Managing the Team as a Team leader, Documented processes and mentored junior team members on service desk tools and practices.
• Responsible for the Maintenance and testing of Database and application
• Resolve the errors and Datapatch in data using SQL SERVER
• Installing and debugging the software as well as provide training to dealers